Support Board
Date/Time: Tue, 26 Nov 2024 09:46:20 +0000
[Locked] - Sierra Chart Data Delay?
View Count: 1429
| [2014-04-24 07:45:50] |
| djcurcio - Posts: 236 |
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My charts - (same chart books as yesterday) seem to have some kind of data delay this morning from 0200 to now 0340 EDT. The arrow cursor, when placed over any chart blinks to an hourglass approximately every second. I've wiped the PC with System mechanic, no errors, restarted. All other applications appear normal. I've done several delete data and reloads. No change What's going on? Thanks |
| [2014-04-24 09:10:30] |
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See: https://www.sierrachart.com/index.php?l=doc/helpdetails30.html#h30.3 Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2014-04-24 14:11:43] |
| nicker1 - Posts: 10 |
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One day last week (Apr14-18) and again today 4/24/14, charts for /TF eminiRussell failed. Data from IB is fine. Even though I had within a week downloaded latest IB TWS and Sierra versions, I did so again last week, then /TF charts worked. Then today, same problem, every commodity except /TF charts correctly. This is infuriating happening again, with missing a 20pt down move today. Please let me know asap what to do. I requested remote assistance and got no reply. I need your help please.
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| [2014-04-24 14:35:16] |
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We have heard that this is a Interactive Brokers issue. Contact IB about it.
Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2014-04-24 14:54:35] |
| nicker1 - Posts: 10 |
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How can it be an IB issue when the data is coming through fine from IB?? and all other charts work fine except TF? Seriously, how could that be?? and friends who use Sierra with ATC platform also cannot chart TF today? Seems as if Sierra servers cannot handle volume spikes. Last week I tried file/disconnect/connect to no avail. Today that did update my chart but it failed going forward. Right now this seems clearly to be a Sierra issue. yes I will contact IB AGAIN |
| [2014-04-24 14:59:07] |
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Contact IB about it. Right now this seems clearly to be a Sierra issue. No!
Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2014-04-24 15:36:59] |
| nicker1 - Posts: 10 |
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IB says that erros in the TWS log show that Sierra charts is submitting something incorrectly to TWS (requesting the symbol with a currency of NYSELIFFE) in order to attempt to retrieve the TF data. That makes no sense to me, but at that point the live chat failed due to technical issue.
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| [2014-04-24 16:13:47] |
| nicker1 - Posts: 10 |
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Wilfredo E: I see this was regarding an issue with your API connection. You are using Sierra Charts with the TWS application, correct? nicker: I downloaded both last week nicker: after problem appeared nicker: yes Sierra charts. They claim it is IB problem nicker: Only TF freezes. Data on TWS is fine nicker: All other futures are charting fine Wilfredo E: Okay. Let me transfer you to one of our API Specialists. They will be able to further troubleshoot this issue for you. They are a bit more familiar with this type of setup then I am. One moment while I transfer you, thank you. ChatSys: Transferring chat to room 'Technical Assistance'. A Customer Service Rep will join the chat shortly. ChatSys: User 'Angel P' has joined the chat. Angel P: Hello, this is 'Angel P'. Please allow me a moment to read the transcript of your chat thus far and I'll assist you shortly. nicker: tx Angel P: I was able to review the chat you had with Brandon and after reviewing your log's for TWS it was concluded the root of the issue seems to have been related to the currency parameter being sent from Sierra Charts to IB. Have you spoken to Sierra Charts about this yet? Angel P: [112643] Brandon W -> So it seems Sierra charts is submitting something incorrectly to TWS in order to attempt the retrieve the TF data nicker: I sent that info. no reply yet. that seems unlikely to me Angel P: I understand that may seem unlikely but it has already been confirmed within the log's emini481: ok. ty Angel P: Historical data is a static request from IB meaning Sierra charts would have to constantly loop the request on there end to build the charts in real time. If they send the wrong parameters the request is rejected which will cause the symptoms in there charting Angel P: why there are sending the wrong information or why it has changed unfortunately we would not know. This is why it was advised to consult with Sierra Charts directly for additional assistance. nicker: why would chart correctly updaye when I disconnect and reconnect chart to IB? then freeze again nicker: update nicker: y I did ask them first. Angel P: because some how when you reconnected sierra charts sent the wrong information to IB Angel P: why is it sending the wrong information when you reconnect you would need to ask Sierra Charts nicker: will do Angel P: thank you nicker: what would you recommend if I get no help there? They insist it is IB Angel P: there are hundreds of third party vendors that connects to IB. If Sierra Charts refuses to provide you the required support for there platform then perhaps you may want to look into another third party vendor who would. I believe in Sierra charts. I need your help for support right now. Telephone any time. Thank you. |
| [2014-04-25 07:51:57] |
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We have had several reports in the last two days with problems with the TF futures from users which use IB. At least two or three users said that IB told them the problem was on the IB side. Here is one of these threads: Chart Update If you want us to confirm that the problem is on the IB side, then do the following: -restart Sierra Chart -open just one single chart of the TF futures. Please do not open any other chart. -post a copy of the Message Log, by following these instructions: https://www.sierrachart.com/index.php?l=PostingInformation.php#log Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2014-04-25 16:31:25
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| [2014-04-25 07:54:22] |
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Angel P: there are hundreds of third party vendors that connects to IB. If Sierra Charts refuses to provide you the required support for there platform then perhaps you may want to look into another third party vendor who would. If there indeed an incorrect parameter, the cause of it would be an invalid symbol you are using. So make sure that all of the symbols you are using in Sierra Chart are valid IB symbols. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2014-04-25 08:00:29
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| [2014-04-25 16:32:10] |
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Do you still need help with the TF futures, from us?
Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2014-04-25 17:04:02] |
| nicker1 - Posts: 10 |
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I don't know yet. I AGAIN downloaded both SC and IB TWS, then TF worked yesterday 4/24/14. However, today 4/25 the TF was working through the open but the YM chart was frozen. The post you referred me to above, Thread 7327, appeared to be a different issue from mine. His possibly was due to not having subscribed to TF data from ICE. I need to learn how to prevent two ES chartbooks from opening when I open Sierra Charts, so that next time TF freezes I can get a clean log to you from a single TF chart. I saw that somewhere a few months back. Be cause of the issue today with YM charts, it appears there are still problems somewhere Thank you for helping |
| [2014-04-25 17:28:29] |
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All of the user reports about problems with the TF indicate not having subscribed to the ICE data. This is the problem, and we assume users have subscribed. To prevent Chartbooks from automatically opening, remove them from Global Settings >> General Settings >> Files to Open on Startup. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing |
| [2014-04-25 17:52:56] |
| nicker1 - Posts: 10 |
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I have been and am subscribed to TF thru ICE, as an active trader. That subscription has never been the issue. Nor does it explain the YM chart failure today Tx for the chartbook auto-open ref. Appreciate it |
| [2014-04-28 07:03:22] |
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We do not know exactly what the problem is, but what we know is that IB users who have been charting and trading the TF market are now getting an error message relating to the market data subscription for ICE. You cannot say that this is not the issue. It appears as though it is. There may not be anything you have to do but this is something IB has to resolve. At this point, this is 100% IB problem and we do not accept otherwise. Their support does not have the kind of competence that we do. As far as the YM goes, please ask IB about that as well. That may be a different issue. The only help we can provide in regards to that is help topic 3: Http://www.sierrachart.com/index.php?l=doc/helpdetails3.html This thread is now closed because this issue should not have been posted into this thread. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2014-04-28 07:04:47
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